In the dynamic landscape of the healthcare industry, where the stakes are high and the challenges are ever-evolving, the need for a robust and healthy environment cannot be overstated. Faith Zaslavsky, a seasoned leader in the field, sheds light on the critical elements that contribute to the prosperity of any healthcare organization — an environment that prioritizes stakeholders, embraces transparency in leadership, fosters innovation, values human connection, and tackles the perpetual challeng...
Nov 15, 2023•32 min•Ep. 105
In a world constantly evolving with technological advancements and innovative breakthroughs, it's easy to assume that every aspect of our lives will also see remarkable progress. However, when it comes to healthcare, particularly the patient experience, the journey towards improvement has been a challenging one. In today’s episode, Shawn Nason interviews Denise Wiseman, founder of The PX Community, a healthcare organization aiming to improve the patient experience. Denise shares her journey in t...
Nov 01, 2023•32 min•Ep. 104
The healthcare landscape has always been a dynamic and ever-evolving domain, driven by scientific advancements, breakthroughs, and shifting demographics. However, the COVID-19 pandemic that erupted in early 2020 brought about seismic changes, rapidly transforming the way healthcare organizations operate and strategize. In the midst of these challenges, healthcare leaders and professionals had to adapt and recalibrate their strategies to meet the evolving needs of patients, maintain the safety of...
Oct 25, 2023•29 min•Ep. 103
What if the healthcare system revolved around you, the patient, and not the other way around? Imagine a world where your healthcare experience was as tailored and personalized as your favorite streaming service's recommendation algorithm. In today's rapidly evolving landscape, the concept of Consumer-Focused Healthcare is no longer just a utopian dream; it's a reality that's reshaping the way we approach our well-being. In today’s episode, Shawn Nason chats with Deb Gordon, a former CEO turned a...
Oct 18, 2023•36 min•Ep. 102
Picture this: a healthcare system that doesn't discriminate based on income, geography, or social status. A system where everyone, regardless of their background, has equal access to quality medical care. Unfortunately, the reality we face today is far from this ideal. Healthcare disparities, soaring costs, and a lack of access have created a chasm that separates those who can afford care from those who cannot. In this episode, Shawn Nason interviews Dr. YiDing Yu setting out on a crucial missio...
Oct 11, 2023•37 min•Ep. 101
Can we truly afford to ignore the untapped potential of half the population when it comes to healthcare leadership? Imagine the transformative power of revitalizing this sector with more women and diversity at the helm. It's not just a question of 'why,' but a resounding 'why not?' In today’s episode, Shawn Nason welcomes back Robin Glasco, an executive search consultant in the healthcare industry to the show. They discuss Robin's recent activities, including the launch of a women executive lead...
Oct 04, 2023•26 min•Ep. 100
Imagine a world where diseases are not just treated but predicted, where access to healthcare is democratized, and where patients are empowered like never before. This isn't science fiction; it's the potential of healthcare innovation. The possibilities are boundless, and the potential for positive change is immense. In today’s episode, Shawn Nason is joined by Dr. Karen Murphy, the Executive Vice President and Chief Innovation Officer at Geisinger Health. They discuss Dr. Murphy's career in hea...
Sep 26, 2023•28 min•Ep. 99
In the ever-evolving landscape of healthcare, the pursuit of excellence is an unwavering commitment. The healthcare industry is a dynamic and multifaceted realm, where innovation and adaptation are essential for delivering high-quality patient care. At the heart of this mission lies the intricate web of learning and development – the cornerstone upon which the healthcare industry builds its future. In today’s episode, Shawn Nason is joined by Hillary Miller, the Vice President and Chief Learning...
Sep 20, 2023•34 min•Ep. 98
Diversity, equity, and inclusion is a challenge that corporations all over the nation are trying to conquer. Some have settled for checking the box, but privately, they’re still operating under the same hard and fast rules that they’ve always used. In other cases, some efforts are being guided by forward-thinking leaders with a vision to make the dream of equality in the workplace a reality. In today’s episode, Shawn Nason speaks with Arianne Dowdell. Arianne is one of the champions of workplace...
Sep 13, 2023•28 min•Ep. 97
Have you ever wondered what it would be like to receive healthcare that is not only efficient and effective, but also filled with love and magic? Imagine a world where every interaction with a healthcare professional leaves you feeling seen, heard, and cared for. It may sound like a dream, but for Dr. Adrienne Boissy, it's a vision that she is determined to turn into reality. In today’s episode, Shawn Nason sits down with Dr. Adrienne Boissy, a pioneer in healthcare experience management to disc...
Sep 06, 2023•41 min•Ep. 96
My guest today has a passion for pushing the boundaries of the customer experience and a keen eye for unlocking and maximizing the true potential of a workforce. Scott Roth, is Chief Customer Officer at Beamery, the leader in talent lifecycle management. He is responsible for designing, building, and implementing talent transformation initiatives to unlock the potential in their workforce and ultimately achieve key business targets. I sit down with Scott to talk about his role at Beamery and wha...
Mar 29, 2023•29 min•Ep. 95
Today’s episode is very special for Shawn because his daughter attended Camp Kesem, a camp founded to help children through and beyond a parent’s cancer, put on by the incredible organization led by today’s guest. Kesem is a nonprofit that works with kids of parents who’ve had cancer and Shawn has been amazed and in awe of their work, their vision, and the impact they have had on so many people. In this episode, Shawn sits down with Alicia Kabir, Chief Executive Officer of Kesem, to talk about t...
Mar 22, 2023•24 min•Ep. 94
We are deeply rooted in human-centered design. That starts with showing empathy and having a design that is inclusive. As a society we have to learn how to empathize instead of sympathize. Our guest today understands this all too well. Today's special guest is Victor Udoewa, a multi-talented rocket scientist with a personality that is just as impressive as his career bio. In today’s episode, Shawn and Victor discuss how organizations can meet the needs of immigrants and refugees, neurodiversity,...
Mar 15, 2023•33 min•Ep. 93
Ever wonder what exactly does a Chief Marketing Officer do? How do they define their role as a storyteller and as an engine of growth? How do they create culture centric lifestyle brands? Today’s special guest, Marisa Thalberg answers all these questions and much more! In this week’s episode, Shawn sits down with Marisa to talk about the role of the CMO and how they fare against the new kid on the block, the new title to emerge in recent years – the Chief Experience Officer. In This Episode: (02...
Mar 08, 2023•34 min•Ep. 92
Innovation is at the forefront of our success. It affects every aspect of our lives be it health, agriculture, transportation, or technology. The human mind is curious by design and our desire to seek out better, more efficient solutions to our everyday problems is the reason we enjoy the lifestyle we live in today. However, new innovation also brings about new challenges which in turn demand more innovation in order to be successfully negotiated. There is an ever present need today for companie...
Mar 01, 2023•42 min•Ep. 91
What does it mean to be successful at marketing? How do you run a successful marketing campaign? Companies spend millions of dollars trying to find answers to these questions. Many regard the whole concept of marketing campaigns as dark magic. In reality, it can be sized down to an exact science; as exact as conducting a symphony according to our guest today. In today’s episode, Shawn Nason sits down with marketing expert Ali Jawin to discuss the need for brand awareness in today’s highly compet...
Feb 22, 2023•31 min•Ep. 90
Experience is everything and it is a well-known fact that healthcare experiences can be absolutely horrendous at times. There is an ever-present need for all aspects of the healthcare Experience Ecosystem™ to work in sync with one another as our guest on today’s podcast will point out. In today’s episode, Shawn Nason sits down with healthcare expert and longtime friend, Sid Stolz to talk about making experiences better for people who have given up on achieving wellness; what are some of the chal...
Feb 15, 2023•29 min•Ep. 89
As consumers, we rely heavily on our experiences when determining whether a product, place or service is good or bad. By creating positive experiences, brands can really establish themselves in their target niche. One way to go about it is by creating special moments and by providing enhanced comfort and ease of access that would invoke a sense of joy and happiness within a customer. In today’s episode, Shawn Nason speaks with Lisa Holladay about improving customer experience with big brands by ...
Feb 08, 2023•27 min•Ep. 88
What does it mean to use tragic circumstances as a means to serve others? How can men take the fear, uncertainty, and vulnerability that often accompany their darkest moments and turn it into a chance to connect with others and free themselves of the social stigma surrounding men and being vulnerable? Beyond this, what does it look like to create an environment where men can be vulnerable and open without fear of criticism or judgment? Shawn Nason speaks with Trevor Maxwell on today’s episode to...
Feb 01, 2023•34 min•Ep. 87
What does it mean to optimize to embrace a customer-obsessed mindset in your company? While many corporations spend money and time focused on maximizing profits alone, is it possible to focus on creating a positive customer experience while producing a positive ROI executives need to see? Beyond this, what does it look like to maximize the human experience within a highly regulated industry that incorporates extraordinary care for the employee and the customer? Shawn Nason speaks with Amy Shore ...
Jan 25, 2023•26 min•Ep. 86
What does it mean to optimize the employee experience at your company? While many corporations spend money and time marketing their business to consumers, can that same effort and intention be applied to making your workplace a suitable and appealing place to be? Beyond this, what does it look like to lead a team well, affirm their stories, maximize their potential, and equip them with the tools to succeed? Shawn Nason speaks with Cheryl Whiting-Kish on today’s episode to discuss her beginning a...
Nov 16, 2022•25 min•Ep. 85
What does product marketing have to do with customer experience? It’s not enough that customers are aware of your brand’s existence, as a marketer, you have to know your product really well, experience the end-to-end process, and figure out a way to make the consumers fall in love with what you do. In this episode, Shawn Nason and Robin Daniels discuss a marketer’s role in ensuring a good customer experience, leading with positive and fearless impact, and providing magical moments to your consum...
Nov 09, 2022•36 min•Ep. 84
How can we elevate the human experience in healthcare? COVID-19 has immensely affected the healthcare system, but how can it shift from the changes brought by the pandemic? Hospitals and systems really need to think about the experience of the patients, especially today in this new generated focus. So what is the role of Chief Experience Officers in breaking down these silos in healthcare? Is there still a space for collaboratives? How can we keep the human experience at the forefront? Join Shaw...
Nov 02, 2022•28 min•Ep. 83
If you want to build an outstanding Experience Ecosystem™, understanding your customers is critical. But this is often easier said than done. Data and research can be difficult to mine for the right insights. Monitoring the metrics of a product life cycle can take your focus away from the end consumer big picture. Company leaders need to learn the importance of keeping their focus on the needs of the people they serve, finding the right problem, and designing the solutions for it. What are the p...
Oct 26, 2022•27 min•Ep. 82
If you get the human experience right, you’ll get the numbers that you need. Customers and employees should never be disconnected in any way, shape, or form, no matter what industry you’re in. It is crucial for leaders of organizations to think about how they can create delightful experiences for human beings that engage with their brands. The question is, what is the secret sauce for designing for humans? What does it mean to have an outside-in approach? How do we pull the three concepts of emp...
Oct 19, 2022•30 min•Ep. 81
A consumer’s first exposure to the brand is always important. With every new generation that comes up, brands should never assume that these people already know what you’re offering to them. How do you create that first touch in trying to bring a customer into the fold? How do the three pillars of content, messaging and value work together to build the right experience? What is an “experience toolkit,” and how can you use it to strengthen multiple verticals across your entire Experience Ecosyste...
Oct 12, 2022•31 min•Ep. 80
One of the many important things that businesses need to learn is to have the right discipline in knowing your signature identity as a brand. Are you the disruptor, or are you being disrupted? If your answer is neither, that is going to be a big problem. How do you build an experience-based brand? How do you make your employees and leaders more productive? And most importantly, how do you weave purpose into leadership? Join Shawn Nason as he talks to trailblazer and acclaimed futurist, Antonia H...
Oct 05, 2022•29 min•Ep. 79
If you went to two different coffee shops that both had the same quality of coffee for the same price, which would you choose over the other? And more importantly – why? It all comes down to the customer experience – and being able to answer “why” is the key to any company’s CX. Join Shawn Nason and Gene Lee to discover how employee trust, culture and buy-in impact CX, why good CX is more human-obsessed than customer-obsessed, how to start figuring out the answer to your business’ “why,” and mor...
Sep 28, 2022•29 min•Ep. 78
In every industry, there’s always more than one type of person, customer or title that helps shape the Experience Ecosystem™. In healthcare, it’s been known as “the patient experience” – but now, as leaders begin to look at the way providers, employees, patients and their families all impact a hospital’s ecosystem, the human experience has become more apt. Why is focusing on the human experience critical in every industry? How do you measure the value and ROI of such a subjective thing in a metr...
Sep 21, 2022•33 min•Ep. 77
A company’s Experience Ecosystem™ can be a vast and complex thing. But where exactly does the employee experience fit in, how does it impact the overall environment – and what can leaders do to shape an employee experience that works in tandem with the rest of the ecosystem? Join Shawn Nason and Mark Rickmeier to explore how remote work has altered the employee experience, why experiences are more impactful for employees than fancy offices and other perks, and what employers can do to start goin...
Sep 14, 2022•35 min•Ep. 76
